Provided performance measures and analytics reporting for Group Insurance with a focus on operational and strategic reporting for Life, Disability and Retirement divisions.• Project Managed automation and creation of several key dashboards, insights, scorecards and reports utilizing many reporting inputs including CRM software (Salesforce and CustomerOne). • Coordinated development and execution of daily/weekly/monthly scorecards on all functions of productivity with regard to processing cycle times, quality, and volumes for internal and external areas.• Served as department’s subject matter expert and liaison for Life and Disability organizations between all reporting areas within organization and business.• Designed and developed standard operating procedure guides providing documentation on existing and new reports and dashboards, and regularly delivered training to end users on report and dashboard use and functionality.

Coordinated performance, training, quality review and daily activities of a specialized team of Long Term Disability claim managers.• Oversaw claim determination, handling, and payment authorization while coaching and providing guidance regarding general claim policy, contracts and terminology.• Assisted in leading claim recertification pilot program which included solely developing and delivering all training materials and coursework, virtually and in-person, to a new team of offshore-based registered nurses. As a result of these efforts, onshore claim handling efforts were reduced.

Managed complex caseload of Group Life Waiver Claims.• Adjudicated all aspects of claim handling including claimant eligibility, specialty consulting resource management including medical, legal, vocational, and disability.• Effectively interacted with internal and external customers including claimants, employers, physicians, attorneys and underwriters to gather best information to make appropriate and timely claim decisions.

Led daily operations of customer service call center as well as high level operational and strategic direction of Champion Mortgage Customer Care team.• Increased overall departmental efficiency metrics by increasing agent/call ratio, decreasing abandon percentage, increasing quality metrics, increasing sales leads, and increasing departmental customer satisfaction survey results. These results were achieved despite a reduction in overall departmental headcount.• Created standardized operational and management reports and created Customer Care Process E-Manual and training program.• Champion Certified Facilitator/Corporate Trainer providing departmental and companywide training.

Member of a high profile cross-functional Project Management and Performance Enhancement business team specializing in operational business strategy, business analysis and performance metrics.• Assisted in creation of bi-annual Executive Leadership Offsite which encompassed execution, organization and development of program content and logistics.• Performed benchmarking analysis and research on industry and competition, created a formalized reporting mechanism to disperse findings to management.